Interactive Voice Response System
Convoque IVRS Module provides caller to listen to message and gather the information based on the selection hence it saves time and no human interaction is required, it also allows caller to talk to repsective person according to the menu selection of a particular department over ivr. Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists.
Features
DID Based Call Routing
Black / White List Management
Sticky Agents
Campaign Over Flow
Campaign wise call waiting
CallerID Masking
Missed Call Management
Customize IVR for every Campaign / DID
Customize Call Queue Message
Key Benifits
Intelligent Call Routing
When linked to your CRM, IVR phone system technology can intelligently route calls based on the caller’s telephone number. This means that calls can automatically be directed to the last consultant spoken to, VIP callers can be placed at the front of the calling queue .
Improving Customer Journey
Traditionally inbound IVR systems have a bad reputation. Poorly planned systems can frustrate callers with their complex and clunky designs. Today, IVRs are revolutionizing the customer journey with clear messages .
Measuring Customer Satisfaction
If Customer Satisfaction (CSAT) scores are important to your organization, an IVR survey after each interaction will help to provide accurate satisfaction scores. These scores can be reported on by an agent .
Support for busy times
IVR contact center technology gives organizations options for their callers to self-serve and leave messages. In times of high demand due to emergencies, the IVR self-service feature can support the contact center by easing pressure on your agents.